Symptoms

The Variable Editor in "Print Friendly Version" view does not display the same between the instances.

To see this issue, open a request item in the "Print Friendly Version" view with the following URL:

https://<instance>.service-now.com/sc_req_item.do?sys_id=<sys_id>&sysparm_media=print

On one of the instance it does not show the reference button like the other instance.

Following screenshot shows the comparison

(Left side: the reference variable does not have the reference icon. Right side: the reference variable have the reference icon)

Release

UI16

This is caused by a system property "glide.ui.reference.readonly.clickthrough"

Set the property to true, you will see the "Print Friendly Version" view like the screenshot on the right side (the icons not showing).

Set the property to false, you will see the "Print Friendly Version" view like the screenshot on the left side (the icons showing).